- Employed/contracted individuals of BAFE shall be always treated with respect. Any aggressive or intimidating behaviour towards the BAFE team shall be reported to BAFE senior management and logged appropriately.
- All BAFE office phone calls are recorded for customer service purposes, which may be used to evidence any mistreatment of the BAFE team.
- Employed/contracted individuals of BAFE shall not be targeted in any manner, this includes through individual/personal contact information and social media accounts.
- BAFE may be required to share complainant data to best resolve complaints. By submitting information, please note BAFE reserve the right to share this data with appropriate individuals/organisations (e.g. a BAFE Registered Organisation, Certification Body, or other relevant parties) to help resolve the issue.
- If insufficient evidence is provided when a complaint is made, or more information is required, further evidence/information may be requested to open a complaint file. If BAFE do not receive the requested sufficient evidence/information or response within 21 days of the initial request BAFE shall consider the issue as closed.
- BAFE may explore complaints raised via telephone; however, it may not always be possible substantiate these without evidence. BAFE may share information received with third parties, in the disclosure where we consider it necessary to do so. Please note all BAFE office phone calls are recorded for customer service purposes.
- Where it is discovered that information provided has been amended in any way or evidence has been withheld to alter the outcome of the investigation, BAFE shall consider the complaint invalid.
- It should be understood and accepted that issues may fall outside of BAFE scheme scope or BAFE’s remit and authority.
- Complaints will not be accepted via social media channels used by BAFE.
- Multiple public posts on social media condemning BAFE (and not submitting a complaint providing both evidence and the opportunity for the relevant party/parties to investigate the matter) may be considered vexatious behaviour/defamation of the BAFE brand and further action may be taken to address this.
- BAFE will not be able to comment or investigate any issues/complaint files where legal actions are in progress.
- BAFE will not get involved or be able to help with any commercial matters (e.g. invoices, quotes, credits, pricing).
This information, published 29 August 2023, supersedes any previous complaints handling information (including the former Complaint Resolution Process) published by BAFE.